Enterprise Rent-A-Car:Measuring Service Quality

Presented by

Balam Lova Raju

About the Company

Company Name- Enterprise

Established in the year 1957 by Jack Taylor

Situated in USA

Largest rental car company in US

High customer satisfaction

About the Case

Surveying customers

About the wreck

Tracking satisfaction

Continuous improvement

SWOT AnalysisStrengths

Largest car rental company in US

No.1 Customer service company

Good contacts with insurance agents

and body-shop managers

Serves discretionary as well business

markets

Wider Range of cars

Weaknesses

Poor customer feedback system

High cost of maintaining cars

Low penetration in airport services

Opportunities

Entering extensively into airport

services

Using more advanced ways of

booking cars as well as giving

feedback

Threats

Competitors like Hertz and Avis

Fuel prices

Theft/misuse of cars by renters

Maintaining a better Customer Relationship.

ESQi survey

Speedy transaction

Motivate employees to better deal with customers

Ensure proper working and cleanliness of rented cars

Encourage customer feedbacks

Today no company can survive alone.

Companies must take care of it’s stakeholders and partners.

Partners feedback is as important as customers feedback.

Value addition to the services happens only with PRM.

Partner Relationship Management

SUGGESTIONS

Mails

Maintaining a separate IT department within the organization

Reduce the bulk paper work

Text message service

Web page

Conclusion

Customer relations are very important in any industry

A healthy and accurate feedback system helps in faster decision

Technology is one good way to get feedback

Reduces cost at every stage

Customers and employees are first, profits are next

References

Principles of marketing, 13th edition, by Philip Kotler, Gary Armstrong, Prafulla Y. Agnihotri, Ehsan ul Haque